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Let customers check order and delivery status without contacting support.
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Proactively flag and communicate delivery delays to reduce uncertainty.
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Replace silence with consistent branded messaging throughout transit.
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Shoppers don’t buy from companies; they buy from people. The websites we most visit and trust have a voice and personality that resonates with our own. You want your customers to develop that level of trust with your brand in order to build customer loyalty. For ultimate customer loyalty, the relationship between buyer and seller should continue beyond the "buy" button with a branded tracking page.
Customer Loyalty: How can I keep customers coming back to my store?
You likely know that it is five times less expensive to keep an existing customer than it is to acquire a new one. Designing an effective branded tracking page and engaging with your customer during the post-purchase experience is crucial to keep customers coming back. If you’ve done a good job at convincing a customer to buy from your store, a branded tracking page can keep the relationship going after the purchase.
What is a branded tracking page?
Because of supply chain issues, I spent a lot of time during the last couple of years visiting and ordering from many new websites. Every ecommerce store has some form of confirmation page and the ones that are the most effective are those that continue the experience from the website. A generic tracking page from a shipping company gave me the information I needed, but not the experience I desired. The personalized experience where customers can track their packages and continue to engage with your brand is a key factor in creating customer loyalty.
The moment a customer buys from you, they’ve signaled that they trust your brand. A branded tracking page is a way of continuing the relationship with the customer during the post-purchase experience. Online shoppers check the status of their packages an average of 4 times during the shopper journey. That means you have four opportunities to strengthen your customers’ trust even after they’ve clicked the buy button.
The moment a customer buys your product, they’ve signaled that they trust your brand. A branded tracking page is a way of continuing the relationship with the customer during the post-purchase experience.
How do I create a tracking page?
Retailers that use tracking pages generated by shipping companies are not providing the best experience for their customers. A well-designed branded tracking page continues the shopper’s journey during the post-purchase experience. It can drive repeat sales, increase customer loyalty, educate clients, and lower support tickets. And it can be done with a few simple steps:
Continue your brand identity throughout the journey
A generic tracking page from the shipping company erodes the trust you’ve built. Continue the brand experience when a customer logs on to track their package to continue their shoppers journey and evoke trust in your brand. Creating this kind of relationship will increase customer loyalty.
Update your customer regularly and during unexpected events
Keeping your customers in the know is one of the best ways to build trust. Send automated updates for key events like when the order is shipped and when it is out for delivery. Also, keep the customer informed when delays take place. Things may not always go as planned, but you can earn additional trust in your brand by letting the customer know of a delay before they have to reach out to customer service.
Let customers know about other products
A good friend lets you know when they see something you might like. Knowing your customers helps you cross-promote related items or make suggestions based on their browsing history. Taking an interest in their activities using a branded tracking page might increase your sales. Three out of four customers feel that receiving personalized discount offers based on their purchase history is important.
Encourage customers to refer their friends
We like to share our discoveries with others. If a customer is happy with their experience, they are more likely to tell others about it. Create this opportunity on your branded tracking page by including a link to share their experiences with friends on social media. Sharing increases engagement and is a great way to promote your products and creates loyal advocates for your brand.
Get creative
Finally, don’t forget to put your personal touch on your branded tracking page. Continue the conversation during the post-purchase experience. Or create tailor-made promotions based on holidays or your customers’ interests. One of the challenges in today’s world is to rise above the noise and get noticed by your audience. If your messages are memorable, customers are more likely to open and engage with them, leading to increased customer loyalty.
A branded tracking page is the best way to encourage customer loyalty and create advocates for your ecommerce store. It provides additional touchpoints between your customers and your brand and will result in customers that will buy from you again and again. The WISMOlabs branded tracking portal is part of the post-purchase experience platform where customers can check order status and shipment progress, interact with social widgets, sign up for proactive notifications, engage with marketing assets, and more. We would love to show you what we can do, reach out today and let us show you how to create an effective branded tracking page.